transfers & hourly service

terms and conditions

Please read all these terms and conditions bellow carefully before booking on our Website, when you make the booking it is consider that you agree to be legally bound by these terms and conditions. Note that the terms and conditions may be modified and posted on our website from time to time. These terms and conditions apply to all transfers service supplied by us and by other suppliers.

1. ROYAL TOURS
   1. Royltours is a brand of Rendeiro Transportes, Lda, located in Rua Conselheiro JoséSilvestre Ribeiro 13B, 1600-430 Lisboa. The company is fully insured, having all the insurances requested by the Portuguese law.
2. CONTRACT
   1. Where two or more people are included on the same booking, the person purchasingthe booking shall be deemed to do so, on the basis that he/she acts as an agent for both or all members of the party and accepts these Terms & conditions on behalf of each member of the party.
   2. These are the terms on which you will make a booking for the services featured onour website. We are the intermediate agent of the Supplier of the service or the supplier itself. We will arrange for you to enter into a contract with the Supplier of the service (referred from now forward as "Supplier"). As intermediate we accept no responsibility for the acts or omissions of the Supplier for the services provided by them. The name of the Supplier will appear on the website if that will be the case.
3. BOOKING PROCEDURE
   1. A range of services are available on our website. You make the service purchase bycompleting the request form. It is asked to provide details and we will assume them as corrected and they will be passed on to the Supplier. When you are confirming the booking, please double check that all names, dates and timings are correct. In providing your payment card details you warrant that you have authority to use the card and that we may immediately debit your card for the value of the services.
   2. Once we receive your service booking request form and payment, we willacknowledge receipt of the payment by e-mail. This e-mail confirms that we have received payment and voucher in attachment will have to be printed and given to the driver in the beginning of the service.
   3. The destination and pick-up addresses on your booking are the address to which the customers will be dropped-off and picked-up, except if the drop-off and pick-up places are unknown/private houses by us or situated in narrow streets where it is quite difficult for our minibuses to reach. In this case of unknown drop-off or pick-up places it is the customer’s responsibility to provide us or the driver the information or map to get at their accommodation or the customers will be dropped-off and picked-up in a well-known point on their resort/town.
   4. The e-mail confirmation of your booking has a link to your voucher. It is thecustomer’s responsibility to print and travel with their booking confirmation with the instructions and all of the relevant local contact numbers and the contacts (emergency phone and local office phone) and information of the Office working time.
      My Transfer accepts no responsibility or compensation loss of transfer should the customers not travel with their booking confirmation.
   5. You must check the details on the voucher as soon as you receive it. Please notify usof any errors immediately as it may not be possible to make changes later. We have no liability for errors in the voucher except where those errors are made by us. You must tell us within 48 hours of travel of any errors. Please check our policy on alteration and cancellations.
   6. The booking information will be passed on only to the Supplier however the information may be provided to public authorities such as customs or immigration, if required by them. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies.
4. ALTERATIONS
   1. The alterations can be made by you in writing by fax or e-mail at least 48 hours inadvance of travel. All changes are subject to a reasonable administration fee payable to us in advance and this must be confirmed by us in written.
   2. If you request any alteration to the pick up or drop off location, flight details, numberor age of passengers and this causes an additional charge (for example, if there are extra members of your party or the flight time changes), you will have to pay the additional cost at the time of making the change.
   3. If the alteration reduces the fare a refund will be offered, subject to a reasonable administration fee and refund charges, as long as these changes are made at least 48 hours in advance of travel.
   4. Any alteration in the time that you arrive at the pick-up point due to delays or theearly arrival of your flight, and delays in security and baggage collection shall not be counted as changes to your booking provided you arrive within 60 minutes after the flight landed.
   5. Any alteration within 48 hours of the first leg of a journey will incur a reasonableadministration fee.
5. CANCELLATION
   1. Requests to cancel your booking must be sent to us in writing and will not take effect until received by us on behalf of the Supplier. The cancellation can be made in writing by fax or e-mail.
   2. If your booking is for a single or return journey, refunds for the fare you paid for thatticket may be made by the Supplier if you comply with the provisions set out below subject to it being cancelled at least 48 hours before the time of travel.
   3. Refunds will not be made unless you cancel your booking in whole or in part at least48 hours prior to the departure time shown on your ticket. If due to medical reasons you are not able to do this, a refund may be made if you can provide proof of your inability to travel (such as a medical certificate).
   4. All bank transaction fees concerning refunds will be supported by the clients.
   5. In case of clients no-show at the arrival or departure's transfer no money will berefunded.
6. WHEELCHAIRS AND SCOOTERS
   1. You must inform us if you will be bringing a wheelchair or scooter when you completeyour service booking request. Please specify if it is folding, manual or include a battery and/or motor so that the appropriate vehicle is provided for your booking.
7. INSURANCE
   1. All our transports have total insurance of passengers, as per requested by the law.
      But the Supplier has no responsibility for damages or losses that are not directly linked with our services.
8. TRANSFERS
   1. Your Supplier will make all reasonable efforts to arrive at the pick-up point at the time specified on your voucher, but this is not guaranteed due to reasons beyond their control such as traffic, weather conditions, road accidents, etc.
   2. For transfer services, the driver shall wait a maximum of 60 minutes from the time offlight arrival specified on your voucher. The waiting time from any other pick up point shall be restricted to 15 minutes from the time stated on your voucher on the private transfers and 10 minutes on a Shuttle transfers.
   3. It is your responsibility to check the date, time and location on your voucher orsubsequent e-mail communication from us in case of incorrect information. You must ensure that the arrival time at the departure airport allows you to arrive least 10 minutes before the check-in desk opens (not closes) and under no circumstances less than two hours prior to the scheduled flight departure time.
   4. Please note most Suppliers (including us if we are your Supplier) will not be liable for any delays or missed services due to force majeure, or to other circumstances that are unforeseeable or beyond our control, such as accidents suffered by third parties on the transfer route, police checkpoints, acts of terrorism or vandalism, extreme weather conditions, etc.
   5. The transfer shall be carried out between the points of origin and destination specified by you on your service booking request. It is your responsibility to provide a sufficiently complete and accurate address that includes a street name and number. With shuttle or private transfers, the vehicle shall take you to, or pick you up as close as possible to your accommodation, taking into account the physical characteristics of the vehicle and access to the contracted address.
   6. All vehicles are insured in compliance with local law.
   7. You must tell us if minors are included on your service booking request. You are obliged to use the child car seats by law; we encourage you to bring your own for your children, as standards vary in different countries or you can request to the supplier a child seat as an extra.
   8. Should you fail to notify us that minors are in your party; your transfer service shall be subject to availability of suitable child seats in the vehicle. In the event of child seats availability, an extra charge might be requested on spot. In the event there are no child seats available, the price of the service shall not be refunded and there is no liability or responsibility to you for the provision of transfer services.
   9. Some destinations require you to telephone to reconfirm your trip. This is stated on your voucher. Should you fail to reconfirm the trip, and you miss your transfer a refund shall not be made.
   10. An emergency telephone number available 24 hours a day is shown on your voucherfor your use.
   11. The category of vehicle in which the transfer shall be provided is not guaranteed and we and the Supplier have absolute discretion to substitute the vehicle without liability to you. Sometimes the vehicle may need to be substituted if it means that the service can be provided in circumstances where it would not otherwise be possible.
   12. In respect of flight delays, diversions, missed connections when the transferoriginates from the airport, the waiting policy is: Private Transfers If the flight is delayed from original scheduled flight, the transfer will be re-adjusted.
       However if the flight is cancelled or your booking is transfer to another flight is the clients obligation to call the emergency number to readjust the transfer, before the driver has already went to the airport, if this is not done, the service will consider as a No-Show and No-refund will be guaranteed.
       If you fail to be at the pick-up point we will try to contact you on the mobile telephone number you have provided to us. If we cannot speak to you by reason of no or poor connection, no signal, the voice-mail is on or the call is unanswered, the service will not be provided and neither your Supplier or us are obliged to provide you with the service and a refund will not be made.
9. LUGGAGE
   1. All baggage must be properly labeled with the name of the owner and destination address.
   2. Each passenger may carry one piece of baggage with a maximum weight of 20 kg (maximum combined size of 158cm) and hand luggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35cm x 20cm).
   3. Any excess baggage must be declared when you make a service booking request. You shall be liable for all additional expenses incurred, including the cost of obtaining additional vehicles to transport non-declared excess baggage and we reserve the right to refuse to carry the items of excess baggage.
   4. Your baggage must not contain prohibited articles including: hazardous materials;
      animals that have not been identified to us in compliance with clause 8 below;
      firearms; perishable objects or fragile items.
   5. We recommend that you do not transport fragile or valuable objects such as jewels, money, precious metals, items of silverware, cheques or other negotiable securities, documents, passports and other ID documents, samples, etc in your baggage.
   6. Your baggage is your responsibility carried at your own risk. Neither are we nor your Supplier responsible for loss or damages to the baggage. We recommend that you take out adequate travel insurance to cover loss or damage.
   7. Baggage left on board the vehicle shall be sent to the address given to us by you in the service booking request and you shall pay any additional charges.
   8. You must notify us on your service booking request if pets are to be transported. Pets are only possibly to carried on a private transfer at your risk and with an extra charge. Pets must travel in a container that satisfies IATA specifications for transportation by plane. Pets can become very nervous during travel and you must take all necessary precautions. You will indemnify us for any claims, costs or demands made of us as a result of your pet.
10. PAYMENT
    1. All rates include VAT at the legal tax of the visited country.
    2. The details of our prices and other supplier prices are displayed on our website. The price of any transfer(s) is the price displayed on our website according to the customers date, time and location order. We try to ensure that all prices displayed on our website are accurate. We will contact the customers if a transfer’s price is not correct and if it is higher or lower than what was stated in the customer’s order and the costumer will decide whether or not accept the correct price and consequent service.
11. RIGHT OF ADMITTANCE
    1. The Supplier, or our representative or the driver reserves the right to refuse to transport any person that may be under the influence of alcohol, drugs and/or whose behavior may be considered a threat to the driver, other passengers or you. No refunds will be made and there is no responsibility to provide the service to you or any member of your party or assist in making alternative arrangements.
    2. Alcohol or narcotics are prohibited from being consumed in the vehicle, and smoking is forbidden inside the vehicles.
12. OUR LIABILITY
    1. Where we act as agent, your contract for transfer, accommodation or any other service is between you and the Supplier, and not with us except when we are the supplier. As agent we accept no responsibility for the Supplier's acts or omissions, nor for any flights that are missed. In the event that we are found liable on any basis other than for death or personal injury, the maximum extent of our liability is twice the cost of the booking.
    2. We are responsible for providing your Supplier with the service booking request details that you send to us on our website. We are not liable for losses or damages that may occur through the incorrect processing of your service booking request by the Supplier, nor for any mistakes if you don’t provide complete and accurate information on the request.
    3. We accept no liability for any additional services that you may book directly with your Supplier.
    4. Any claim for compensation for death or personal injury resulting from the use of the service must be made to the Supplier of the service and shall be subject to the laws and to the jurisdiction of the country in which the service was provided. The name and contact details of the Supplier are provided on the voucher.
    5. If we are the Supplier and have a contract with you, we accept liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment. We do not accept liability if you miss your flight. For all other complaints our liability is limited to twice the cost of the booking.
    6. Occasionally errors appear on the website and we shall make every effort to correct them as promptly as possible once we become aware of them. If incorrect prices or promotions are shown, we reserve the right to terminate the contract and refund you in full.
    7. We do not guarantee the accuracy of the content of this website, or that it is free from viruses or the like and which may contain bugs or destructive properties.
13. YOUR RESPONSIBILITY
    1. You are solely responsible for carrying the necessary documentation for frontier crossing. Neither we nor the Supplier is responsible for any losses caused by your failure to carry these documents or for failure to observe customs, police, tax authorities or administrative rules of those countries where entry is required. The voucher is not a valid document to obtain entry visas.
    2. You agree to indemnify and reimburse us with payment for any deposit, fine or payment that we have to pay the authorities through your failure to observe the laws, regulations, etc. or other travel requirements of those countries which you intend to enter or leave or pass through. In this event, we shall have the right to retain any amounts belonging to you until you have made payment to us in full.
    3. Departure transfer procedures: the pick-up time on the customers booking confirmation has to be respected. ANY FLIGHT TIME ALTERARION MUST BE INFORMED 24 HOURS BEFORE THE DEPARTURE TRANSFER. We cannot accept any responsibility for customers who haven’t informed any time alteration and then are not collect and subsequently miss his/her return flight.
14. CONTACT
    1. All communication between us and you is by e-mail so we strongly recommend that you read your e-mail prior to commencing your trip as any anticipated changes or cancellations with regard to your contract shall be notified to you at the e-mail address provided in your service booking request. We may also e-mail you with other information that you may find useful.
    2. It is your responsibility to provide us with your current e-mail address and mobile telephone number and inform us of any changes. It is essential that you provide us with a mobile telephone number on which we can contact you during your trip in the unlikely event that we urgently need to contact you about your booking.
    3. Our postal address is: Rendeiro Transportes, Lda. – Rua Conselheiro José Silvestre Ribeiro 13B, 1600-430 Lisboa.
15. COMPLAINTS
    1. Please note that MyTransfer must receive any complaints in writing with the booking number within 7 days after the transfer(s) date. Royal Tours will endeavor to resolve all within 28 days of notification.
    2. Because your contract for your arrangements is between you and the Supplier, any queries or concerns relating to your service will be address to the supplier. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances. You may also contact us for assistance in resort, or write to us when you return home.
16. LAW AND JURISDICTION
    1. When you make a booking, the terms and conditions of the service are subject to the laws and the jurisdiction of Portugal or to the laws and jurisdiction of your Supplier country.